About The Company POST A RESUME is a reputable recruitment firm specializing in connecting talented professionals with leading organizations across various industries. Our commitment is to provide exceptional staffing solutions that meet the evolving needs of our clients.

With a focus on quality, integrity, and professionalism, we strive to create successful employment matches that foster growth and success for both candidates and companies. Our extensive network and industry expertise enable us to identify the right talent for specialized roles, including IT, healthcare, finance, and more.

About The Role We are currently seeking a dedicated and experienced First Line Service Desk Analyst to join our client, a cloud-based IT firm operating within the UK shift timings. The ideal candidate will have 3-5 years of relevant experience in technical support or service desk environments. This role involves providing first-level support to end-users, primarily focusing on resolving common IT incidents and service requests efficiently and effectively.

The Service Desk

Analyst will act as the primary point of contact for colleagues across the organization, ensuring a seamless IT support experience. The position offers a competitive salary package up to 7 LPA, with mandatory English communication skills, and provides an excellent opportunity to work within a dynamic, tech-forward environment that values proactive problem solving and customer service excellence.

Qualifications The ideal candidate should possess a minimum of 3-5 years of experience in a customer service, technical support, or Service Desk environment. A strong working knowledge of Windows operating systems, Microsoft 365, user account management, desktop hardware, printers, and basic networking is essential.

Candidates should demonstrate excellent communication skills, both verbal and written, with the ability to articulate technical information clearly to non-technical users.



Relevant certifications such as ITIL Foundation or Microsoft fundamentals are desirable but not mandatory. A proven track record of accurate ticket documentation, adherence to service management principles, and the ability to prioritize tasks effectively are critical for success in this role.

Responsibilities The Service Desk Analyst's primary responsibilities include providing end-user support via telephone and remote channels, ensuring prompt and professional assistance to colleagues working in time-sensitive operational environments. The role involves logging, categorizing, prioritizing, and updating incidents and service requests within the ITSM tool, ServiceDesk Plus, with accuracy and diligence.

Analysts are expected to perform structured first-line diagnosis, gather relevant evidence, and resolve issues using documented knowledge bases and runbooks. When necessary, they will escalate complex issues to second-line support, application teams, or third-party vendors, providing comprehensive diagnostic information to facilitate swift resolution. Monitoring assigned tickets, following up on progress, and confirming service restoration with users before closing tickets are vital tasks.

Technical support responsibilities encompass managing user accounts, passwords, Microsoft 365 services, Windows devices, printers, scanners, and connectivity issues. The role also involves troubleshooting hardware, software, and network access problems within documented scopes, supporting joiner, mover, and leaver requests,



and standard device setups aligned with organizational approvals. Ensuring adherence to service levels, incident, request, and escalation procedures is fundamental to maintaining high-quality support.

Maintaining clear, factual, and comprehensive ticket notes, contributing to knowledge articles, and identifying recurring issues for problem management are integral parts of the role. The analyst must follow information security, data protection, access control, and change management policies while working collaboratively within the wider IT team to ensure continuous service improvement and shift coverage.

Benefits Joining POST A RESUME's client offers an opportunity to work in a forward-thinking, cloud-based IT environment with exposure to cutting-edge technologies. The role provides a market-competitive salary package of up to 7 LPA, along with comprehensive benefits including health insurance, paid leave, and career development opportunities.

The organization promotes a supportive work culture that values innovation, teamwork, and continuous learning. Working within UK shift timings allows for a structured work-life balance, and the role offers valuable experience in supporting high-volume retail and pharmacy systems, enhancing your technical expertise and career progression prospects.

Equal Opportunity

POST A RESUME is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, gender, age, religion, national origin, disability, or any other protected characteristic. We believe in providing equal employment opportunities to all qualified candidates and promoting a culture of respect, fairness, and integrity.

We encourage candidates from diverse backgrounds to apply and join our community of talented professionals dedicated to excellence in service delivery.

📌 Service Desk Analyst (India)
🏢 Netrolynx AI
📍 India